We are seeking a dedicated and highly skilled Technical Product Specialist to join the team. This full-time, hybrid position (2 days in-office per week in Markham) is ideal for a motivated professional with a passion for customer support and a strong technical background. You will play a crucial role in directly supporting our clients’ success by troubleshooting, resolving complex issues, and enhancing their experience with our products. The ideal candidate will have the ability to quickly adapt to new technologies, including PVX Plus programming and related languages, and provide exceptional support in a fast-paced environment. This position is well-suited for individuals who are self-motivated, dependable, and thrive in problem-solving roles, with a focus on continuous learning and growth. You will also participate in an on-call rotation for emergency weekend support.
If you’re interested, please send your updated resume to kyle.chan@randstaddigital.com

QUALIFICATIONS

Networking Experience: Proven experience in networking.
Windows Server/Device Troubleshooting: Ability to troubleshoot Windows server, devices, printers, and firewalls.
Development Experience: Some development experience with older languages for ERP systems (e.g., Basic, PVX, Pascal). Web development experience is not applicable.
Payment Processing Experience: Experience with payment processing (e.g., Stripe, Shift4, Elavon, Freedom Pay, Moneris) as well as device installation and troubleshooting.
Technical Systems Proficiency: Experience with Citrix, terminal services, and Windows server/workstations.
POS Experience: Familiarity with Point of Sale (POS) systems.
Years of Experience: 2+ years of experience in a technical support role, with a focus on troubleshooting and resolving client issues, including working with internal support teams.
Operating Systems: Proficient in working with current, supported Windows operating systems, including Windows 10, Windows 11, and Server versions (e.g., Windows Server 2016, 2019, 2022).
Customer Service: 2-3 years of experience in customer service, with the ability to communicate technical concepts clearly to non-technical users.
Multi-tasking & Prioritization: Ability to manage multiple tasks efficiently in a fast- paced environment, ensuring deadlines are met.
Detail-Oriented: Strong attention to detail and an ability to prioritize and manage tasks effectively.
Team Collaboration: A strong team player who can also take personal responsibility for resolving issues and contributing to team success.
Communication Skills: Excellent verbal and written communication skills, with the ability to clearly explain complex technical issues in a professional manner.
Educational Background: A college or university degree is preferred. An Accounting degree or relevant experience is beneficial.
Flexibility: Ability to work shifts from 8 AM EST to 8 PM EST and participate in the after-hours support rotation.

SUMMARY

We are seeking a dedicated and highly skilled Technical Product Specialist to join the team. This full-time, hybrid position (2 days in-office per week in Markham) is ideal for a motivated professional with a passion for customer support and a strong technical background. You will play a crucial role in directly supporting our clients’ success by troubleshooting, resolving complex issues, and enhancing their experience with our products. The ideal candidate will have the ability to quickly adapt to new technologies, including PVX Plus programming and related languages, and provide exceptional support in a fast-paced environment. This position is well-suited for individuals who are self-motivated, dependable, and thrive in problem-solving roles, with a focus on continuous learning and growth. You will also participate in an on-call rotation for emergency weekend support.
If you’re interested, please send your updated resume to kyle.chan@randstaddigital.com
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada’s workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process

As a Technical Product Specialist, you will work alongside a collaborative support team, contributing to the success of both our products and client relationships. Your key responsibilities will include:
Troubleshooting & Issue Resolution: Use your technical expertise to troubleshoot client issues, including activations, installations, printing problems, networking, hardware, and connectivity issues, ensuring timely resolutions.
Escalation Point: Serve as a Tier 2 escalation point for the frontline support team, managing complex technical issues and guiding them to resolution.
Client Liaison: Act as the primary point of contact between clients and the internal team, ensuring clear communication and high levels of client satisfaction.
Collaboration: Work with cross-functional teams to expedite issue resolutions and deliver comprehensive solutions to clients.
Client Communication: Keep clients informed of the status and progression of their issues through timely follow-ups and clear communication.
Support Testing: Assist with testing and validating product features, ensuring that they meet high-quality standards and functional expectations.
Afterhours Support: Participate in the after-hours rotation, providing ongoing technical support as required to maintain uninterrupted client service.
Continuous Improvement: Stay current with product updates, new technologies, and industry trends, continually improving your skillset to better support our clients.